1) What is HelpEcho?
HelpEcho is an all-in-one customer support solution for Shopify stores.
It brings ticket management, an AI chatbot, and a knowledge base together.
This helps merchants manage customer inquiries efficiently from one centralized dashboard.
2) Does HelpEcho support email-to-ticket?
Yes, HelpEcho supports email-to-ticket functionality through IMAP mailbox integration.
Incoming support emails are automatically converted into tickets.
This ensures all customer requests are tracked, organized, and managed from one place.
3) Can I use multiple mailboxes?
Yes, HelpEcho allows you to connect multiple mailboxes.
Each mailbox can receive customer emails and convert them into tickets.
The number of supported mailboxes depends on the plan you are using.
4) Can I add multiple support agents?
Yes, HelpEcho supports multiple agents for team-based support.
You can assign tickets to specific agents and manage workloads efficiently.
Agent limits vary depending on your selected subscription plan.
5) What ticket statuses does HelpEcho support?
HelpEcho provides multiple ticket statuses to track progress.
Common statuses include New, Open, Active, and Closed.
These statuses help teams monitor ticket lifecycle and ensure timely resolution.
6) Can customers create tickets from the storefront?
Yes, customers can submit tickets directly from your Shopify storefront.
The Support Portal Widget allows customers to send requests and upload attachments.
They can also view ticket status and previous conversations.
7) Does HelpEcho include a knowledge base?
Yes, HelpEcho includes a built-in knowledge base system.
You can create help articles, organize them using categories and tags.
This enables customers to find answers without submitting support tickets.
8) Is the knowledge base SEO-friendly?
Yes, the HelpEcho knowledge base is SEO-optimized.
It supports meta titles, meta descriptions, keywords, and clean URLs.
This helps articles rank better in search engines and attract organic traffic.
9) Does HelpEcho include an AI chatbot?
Yes, HelpEcho includes an AI-powered chatbot widget.
The chatbot answers questions using knowledge base content.
It can also suggest articles or guide users to create support tickets when needed.
10) What are AI operations?
AI operations represent monthly usage credits for AI features.
These credits are consumed when using AI replies, chatbot responses, or AI content tools.
The available number of AI operations depends on your subscription plan.
11) Can HelpEcho reduce support ticket volume?
Yes, HelpEcho helps reduce ticket volume through self-service options.
The knowledge base and AI chatbot answer common questions instantly.
This minimizes repetitive tickets and allows agents to focus on complex issues.
12) Can I manually create tickets?
Yes, store owners and agents can manually create tickets.
This is useful for phone calls, social media messages, or offline requests.
Manual ticket creation ensures all customer interactions are properly documented.
13) Does HelpEcho support ticket categories?
Yes, HelpEcho supports ticket categories.
Categories help organize tickets based on topics like billing or technical issues.
This improves filtering, reporting, and overall ticket management efficiency.
14) Can I track ticket performance?
Yes, HelpEcho includes reporting and analytics features.
You can track ticket volume, response activity, and resolution trends.
These insights help improve support efficiency and team performance.
15) Can customers upload attachments in tickets?
Yes, customers can upload attachments when submitting tickets.
This allows them to share screenshots, documents, or other files.
Attachments help agents understand issues faster and provide accurate solutions.
16) Does HelpEcho support automation?
Yes, HelpEcho supports basic automation and workflows.
Automations can handle actions like ticket updates or inactivity handling.
This reduces manual effort and improves response consistency.
17) Will HelpEcho slow down my Shopify store?
No, HelpEcho is optimized for performance.
It runs independently and does not affect storefront loading speed.
All widgets and features are designed to work efficiently with Shopify themes.
18) Can I customize the support widgets?
Yes, HelpEcho allows widget customization.
You can adjust appearance settings to match your store’s branding.
This ensures a consistent support experience across your storefront.
19) Can I upgrade or downgrade my plan?
Yes, you can change your HelpEcho plan at any time.
Upgrading or downgrading does not remove existing tickets or data.
Plan changes take effect based on your billing cycle.
20) Who should use HelpEcho?
HelpEcho is ideal for Shopify stores of all sizes.
It suits merchants who want organized support, faster responses, and self-service options.
Both solo store owners and growing teams can benefit from its features.